I want to know your opinion about using a tool originally designed to be a CRM for Incident and problem management tracking?

What do you think?
I am rigth now implenting incident and problem management ITIL processes in a big customer that has just decide to avoid using a specific designed tool for Incident tracking, due to the expensive cost of licences and maintenance of that tool, but from my point of view try to customize a CRM to prepare a really "ITIL-Compliant" tool could be quite expensive also.

What is your opinion? Do you have any experience in this kinf of project? Please write to me to javier.arcal@gmail.com